There are nine sections to the feedback form based on the nine sections of the priorities document. None of these sections are compulsory so you can skip sections if you have no particular comments.

1. Water quality

We want to know how important you regard improving the quality of water that comes through your taps? You can read the context about this in our business plan document but here's a simple one page overview for water quality

We currently receive 2,750 customer contacts each year specifically about the taste and smell of our water. We're proposing to reduce this figure by 10% to 2,475 which will add around 30p to the average bill.

Alternatively, we could aim to reduce the number of contacts we receive by 20% to 2,200 which would add approximately 50p to the average bill. If we reduced the figure by nearly one-third to 1,950, it will cost around 70p more each year.

Your options on water quality
Should we aim to reduce the number of customer contacts by around 10%
Should we aim to reduce the number of customer contacts by around 20%
Should we aim to reduce the number of customer contacts by around one-third?

Let us know if you have any feedback about improving the quality of water that comes through your taps?

Currently the average time that a customer is without water in the North West is 11 minutes. We're proposing to reduce the average time you're without a water supply to around eight minutes by 2025 which will add approximately £3 to an average bill.

If we reduced the average time to ten minutes, it would add around £1 to a bill. If we aimed to reduce the amount of time your water supply is interrupted to four minutes then it would add approximately £7.

Your options on reducing interruptions to supply
Reduce the average time you're without a water supply to around ten minutes
Reduce the average time you're without a water supply to around eight minutes
Reduce the average time you're without a water supply to around four minutes

Let us know if you have any feedback about reducing interruptions to your day-to-day supply

Currently, there are an average of 1,250 recorded incidents of floods occurring inside homes and businesses in the North West each year.

When it comes to floods occurring outside homes and businesses, there are an average of 8,500 recorded incidents in the North West annually.

We’re proposing to reduce the number of floods inside homes and businesses by 25% to around 960 floods and cut the number of outdoor floods by 4% to around 8,150. If you accept our recommended proposal then an average bill will rise by approximately £5 each year between 2020 and 2025.

Alternatively, we could aim to reduce the number of indoor floods by nearly 50% to approximately 635 floods while also reducing the number of outdoor floods by 45% to around 4,750 at a cost of approximately £14.

Or we could go even further and reduce the number of indoor floods by two thirds – reducing the number of incidents to around 425 each year – while cutting the number of outdoor floods by 75%, which would reduce the total number each year to approximately 2,250, at an additional annual cost of around £28 to an average bill.

Your options on improving flooding from sewers
Reduce the number of floods occurring inside homes and businesses by around 25% while simultaneously reducing those occurring outside by 4%
Target a reduction of floods inside properties by around 50% while aiming to reduce the number of outdoor floods by 45%
Aim to cut the number of indoor floods by around 66% while targeting a reduction in outside floods by 75%

Let us know if you think there are other ways we could tackle flooding even more effectively - for example, by working in partnership with other organisations

4. Reducing pollution incidents

Currently, there are an average of 125 pollution incidents in the North West each year. We're proposing to cut this number by 20% to an average of 100 incidents each year, which will add 20p to an average bill.

Or we could reduce this number by 25% to 95 incidents a year, which will cost around 60p.

Alternatively, we could make even faster progress and cut the number of incidents by nearly 30% to an average of 90 each year, which will add around £1 to an average bill.

Your options on reducing pollution incidents
Reduce the number of pollution incidents by around 20%
Reduce the number of pollution incidents by around 25%
Reduce the number of pollution incidents by around 30%

Let us know if you have any other feedback about reducing pollution incidents

Currently, 448 million litres of water leaks every day. Between 2020 and 2025, we’re proposing to reduce the amount that leaks by 7% to 418 million litres of water a day, which will add around £1 to an average annual bill.

We could reduce the current leakage levels by 10% to 400 million litres per day at an additional cost of approximately £2.

Or we could reduce the total by 15% to 378 million litres per day, which would cost around £3.

Alternatively, we could cut the amount of water that leaks by 40%, which will add around £13 to an average annual bill.

Your options on water leakage
Reduce the amount of water that leaks by around 7%
Reduce the amount of water that leaks by around 10%
Reduce the amount of water that leaks by around 15%
Reduce the amount of water that leaks by around 40%

let us know if you have any other feedback on our work to reduce water leakage

Based on our current performance, we believe that 30% of the North West’s rivers will be classed as “good” by 2021. The Government will ultimately decide the extent to which we need to make improvements – but we want your views to influence this decision. When it comes to ensuring river water quality, we could maintain our current levels of activity, which will not result in a bill increase.

We’re proposing to increase our efforts between 2020 and 2025 to ensure that around 45% of this region’s rivers are classed as “good” by 2027. This approach will add around £4 to an average annual bill.

Or we could aim for even faster progress when it comes to improving the quality of rivers to ensure that 65% are designated “good” by 2027. This would add around £8 to a bill between 2020 and 2025.

Your options on improving the quality of water in rivers
Should we maintain our current level of activity - namely 30%
Should we aim to ensure that around 45% of the regions rivers are "good" by 2027
Should we target an improvement of around 65%

Let us know if you have a view on the right balance between improving sewage treatment processes and working with others to prevent other pollutants entering rivers?

By 2020, we believe that we’ll be lifting 41,500 customers out of water poverty each year. We’re proposing to help 71,000 customers each year between 2020 and 2025, which will add around £3 to an average annual bill. But if you want us to continue helping 41,500 customers each year then there won’t be a financial impact.

If you think that we should be helping far more people than we’re proposing – namely 170,000 customers each year – then the additional cost will be approximately £10.

Your options for increasing help for those who are struggling to pay their water bill
Should we continue to help 41000 customers each year?
Should we aim to help 71000 customers?
Should we aim to help 170000 customers?

Let us know if you have any feedback on the support we provide for those who are struggling to pay their water bill

8. More initiatives to help vulnerable customers who may need extra help

By 2020, we believe that we’ll be assisting 42,000 customers in vulnerable circumstances each year. We could maintain this level of support between 2020 and 2025, which will not have a financial impact on an average annual bill.

We’re proposing to assist 65,000 customers, which will add around 20p to the average bill. If you think that we should be assisting 95,000 customers then theadditional cost will be around 30p.

Your options on more initiatives to help customers who are potentially vulnerable and need extra help
Support around 42000 customers in vulnerable circumstances each year between 2020 and 2025
Aim to support around 65000 customers
Aim to support around 95000 customers

Let us know if you have any feedback on the initiatives we have in place to help customers who are potentially vulnerable and need extra help

9. Anything else?

If there's anything else that you would like us to do better in the future, please let us know.